Supervisor, Operations

About Origence

With 30 years at the forefront of fintech innovation, we specialize in SaaS lending solutions that lead the industry. Our core mission is customer-centric, focusing on empowering Credit Unions across the United States with the tools to offer accessible, competitive lending services. We're deeply committed to enhancing the financial ecosystem for a broad network of credit unions, members and auto dealers. We invest in our greatest assets, our employees, and foster a culture of innovation and ownership through freedom and responsibility. We celebrate fiscal accountability, operational rigor and efficiency to create a sustainably healthy and robust business for the long term.

The Operations Supervisor will coordinate and supervise the day to day operations of the onboarding team providing the highest level of internal support and guidance including but not limited to; training and development of onboarding new clients (sellers/lenders), client maintenance, ensuring agreements and orders are in compliance to revenue & company policy and processed timely.

This role will require high attention to detail, strong supervisory skills, in-depth understanding of operational systems, strong analytical skills, effective communication skills, and a willingness to learn. This position functions in a fast-paced high output environment requiring both independent and collaborative efforts to maintain an effective and productive work environment, while collaborating with several stakeholders; Sales, Legal, Internal Products, Accounting and various product teams.

What you will do:

Staff Development & Onboarding Compliance:

• Train and provide or identify development opportunities for the staff. This includes but not limited to; technical, product and soft skill training linked to increase in knowledge, service levels, responsibilities, initiatives, onboarding completeness, accuracy, and compliance to company policy and personal development.
• Effectively supervise the team’s productivity to ensure SLA commitment (service level agreement) and direct the necessary daily activity to ensure client satisfaction and business objectives are being met.
• Responsible for monthly audits; ensure all service request within Cherwell ticketing system are processed accurately and timely for revenue recognition.
• Resolve and track issues / inquiries from Sales as they arise and address root-cause problems to facilitate a higher level of efficiency and effectiveness in system processes.
• Provide input for on-going development and improvement on systems and operation processes, enabling repeatable processes, scalability, and the support of new business initiatives.
• Maintain security and integrity controls of all confidential client data and account information.
• Assist with the creation of a comprehensive training program for staff, related to product support.

Operational Process Development:

• Make recommendations for process enhancements related to assigned systems/ products with the goal of improving service to customers.
• Ensures policy and procedural changes are communicated to the staff and appropriate departments. Participate in department audits, working with auditors and updating or report recommended solutions.
• Collaborate with varies departments to resolve client and internal support issues.
• Provide analysis and reporting related to service request and/or client setups.
• Work to develop a Knowledge Base process to capture information to be organized, shared and utilized
• Actively participate in the product management, product development, product sales end to end life cycle from a operations perspective. This will help in the overall efficiency and effectiveness of our CU Direct products.
• Maintain Procedure manual and forms of any changes to business policies and procedures. This includes DocUsign.

Customer Onboard Program Management:

• Hire, Manage customer onboarding program and related projects
• Keep onboarding project plans and schedules on track
• Accelerate project delivery by improving efficiency and effectiveness
• Provide up to date program visibility to management

The ideal candidate:

Education:

• A Bachelor’s Degree in Business, Business Administration, Information Management, or the equivalent of experience

Experience:

• A minimum of 3 year’s experience working in an Operations environment, driving improvements that have resulted in measurable business impact
• A minimum of 2+ years’ experience in a supervisor or lead capacity.
• Excellent business communication, organizational and project management skills
• Strong computer skills
• Ability to create structure in ambiguous situations and design effective processes
• High level of resourcefulness to be able to independently seek out resolutions
• Experience building dynamic and collaborative teams remotely
• Experience hitting goals and aligning a team around metrics
• Experience using CRM tools such as: SalesForce, DocUsign, Cherwell ticketing systems and Clickup project management

Specialized Skills:

• Strong verbal, written, analytical, and interpersonal skills.
• Ability to organize and prioritize work and meet deadlines.
• Working knowledge of all major software applications.
• Excellent knowledge on PC based computer systems, including Microsoft Word and Excel.
• Knowledge of SQL database functions helpful.

Perks and Benefits:

• Flexible Working Environment
• Paid Time Off
• 401k (8% match)
• College Tuition Benefits/ Tuition Reimbursement
• Good Benefits options
• Company Culture! Cultural and Holiday celebrations, Theme days like Star Wars Day & Bring your Kids to Work Day, Monthly Townhalls and Quarterly Company Meetings that ensure awareness, inclusion, and transparency.

The starting salary range for this full-time position is $52400 - $65600 per year. This base pay will take into consideration internal equity, candidate’s geographic region, job-related knowledge and experience among other factors. Origence maintains a highly competitive compensation program. Under company guidelines, this position is eligible for a bonus plan to provide an incentive to achieve targeted goals. Bonuses are awarded at company’s discretion on an individual basis.

Origence is an equal opportunity employer. All recruitment, hiring, training, compensation, benefits, discipline, and other terms and conditions of employment will be based upon an individuals’ qualifications regardless of race, religion, color, sex, gender identity, sexual orientation, national origin, ancestry, military service, marital status, pregnancy, age, protected medical condition, genetic information, disability or any other category protected by federal, state or local law.